Client Experience Specialist

Prosper Health is on a mission to make life happier and healthier for autistic and neurodivergent adults. 

Despite rapid growth in known autism prevalence (up >5x in the last 25 years), autistic adults have been ignored by the healthcare system, leading to extremely poor outcomes across mental and physical health. Prosper is changing this by providing specialized, virtual mental health services for autistic adults, covered by insurance. Our innovative autism assessment diagnoses many of our clients for the first time in their lives. We pair that with individualized therapy that is tailored to the needs of autistic adults, and community to help our clients find belonging and remain engaged.

In just 18 months since founding, we have grown to double digit millions of run-rate revenue, thousands of active clients, and 150 clinicians on our team. We have done this all with a lean, ambitious team, and we recently raised a Series A from leading investors and healthcare operators. 

Our ambition is bold: to reach and transform the lives of millions of autistic and neurodivergent adults.

 

The Role

As our Client Experience Specialist, you'll build and maintain exceptional relationships with our clients, collaborating cross-functionally to ensure our clients have the best possible experience. You'll be the primary point of contact for our client base, ensuring every interaction reflects our commitment to outstanding service.

Core Responsibilities

• Manage all client communications across multiple channels (email, phone, text) with a focus on prompt, professional, and personalized responses
• Work closely with the executive team to develop and implement client experience strategies
• Create and document communication processes and best practices as we scale
• Identify trends in client feedback and propose solutions to enhance our service
• Coordinate with internal teams to resolve client queries and ensure smooth service delivery
• Take initiative in improving our client experience systems and processes

What You Bring

Our ideal candidate is someone who deeply cares about improving outcomes for autistic adults and sees beyond the day-to-day tasks. We're looking for someone who is excited about building supportive, affirming client experiences from the ground up. If you thrive in dynamic environments and are passionate about creating exceptional support systems for our autistic clients, we want to hear from you.

• Experience in communication-heavy roles, preferably in a fast-paced startup environment. 
• Exceptional written and verbal communication skills
• Natural problem-solving ability and comfort with ambiguous situations
• Strong organizational skills and attention to detail
• Self-starter mentality with the ability to work independently
• Adaptability and eagerness to wear multiple hats as needs evolve

We encourage you to apply even you don't have previous experience on a client success team or in healthcare!

What We Offer

• Opportunity to shape a key role within a growing startup
• Competitive salary
• Health, dental, and vision benefits
• Flexible PTO policy
• Remote-first work environment

 

More about Prosper Health

Our team: We are building a world class team of thoughtful, action-oriented problem-solvers, and pairing them with subject-matter experts from our field (e.g., clinicians, autistic self-advocates). Our operations team is concentrated in New York but spread across the country, and consists of members from places such as Bain, McKinsey, BCG, FirstHand Health, SeatGeek, Harvard, Northwestern, Dartmouth, Vanderbilt, Yale, Penn, and more.

Our culture:

• Clients first - when making decisions, we optimize for our clients; we stay extremely close to our community so we know their needs better than anyone
• Honesty and transparency - startups run into trouble when they delude themselves from reality; we are honest with ourselves and with each other in pursuit of our mission
• Desire to win - our work is hard, and we want people that are excited by conquering great challenges
• Enjoy the journey - have fun with each other and enjoy the day to day moments
• Growth mindset - we will not get everything right the first time, but we seek feedback, we iterate, and we improve
• Bias for action - we move quickly and decisively and get shit done